ServiceNow Coordinator / Service Delivery Coordinator

[mike]

ServiceNow Coordinator / Service Delivery Coordinator
Location: Dallas, TX (Work From Office)
Employment Type: Contract-to-Hire
Experience: 6–10 Years
Position Summary
We are seeking a highly motivated and experienced ServiceNow Coordinator / Service Delivery Coordinator to support service management operations, stakeholder engagement, operational governance, reporting, and service delivery coordination activities.

This role is responsible for ensuring effective collaboration between business stakeholders, support teams, and leadership while maintaining high standards of service quality and operational excellence. The ideal candidate will possess strong communication skills, a proactive ownership mindset, excellent organizational capabilities, and the ability to manage multiple priorities in a fast-paced enterprise environment.

While knowledge of the ServiceNow platform is important, the primary focus of this role is service coordination, reporting, stakeholder management, operational governance, and service delivery support rather than technical development.
Employment Details
• Contract-to-Hire opportunity.
• Initial 3–6 months under contractor payroll.
• Opportunity for conversion to a permanent employee based on performance and business requirements.
• Work From Office (WFO) role.
• Remote work is not available.
Key Responsibilities
Service Coordination & Delivery Support
• Coordinate ServiceNow-related activities across business and technical teams.
• Track incidents, service requests, changes, and operational activities.
• Ensure timely follow-up, resolution, and closure of action items.
• Support service delivery processes and operational governance activities.
• Monitor service commitments and assist in driving successful outcomes.
• Drive ownership of assigned service delivery activities through completion.
• Coordinate with business stakeholders to ensure timely communication and issue resolution.
• Support service review meetings, operational reviews, and governance discussions.
• Identify operational risks and escalate concerns appropriately.

Reporting & Operational Management
• Prepare operational reports, dashboards, and management summaries.
• Analyze service metrics and identify trends, risks, and improvement opportunities.
• Maintain accurate records of service activities and performance indicators.
• Provide regular status updates to stakeholders and leadership teams.
• Support data-driven decision-making through meaningful reporting and analysis.

Stakeholder Management
• Facilitate communication between business users, support teams, and leadership.
• Coordinate meetings, follow-ups, and service review discussions.
• Manage stakeholder expectations and ensure effective collaboration.
• Build strong working relationships across business and technology teams.
• Escalate issues appropriately while driving timely resolution.

Documentation & Continuous Improvement
• Document meeting outcomes, requirements, action items, and decisions.
• Maintain service-related documentation, procedures, and operational records.
• Support process improvement initiatives and governance activities.
• Contribute to continuous service improvement efforts through analysis and recommendations.
• Ensure adherence to organizational standards and best practices.
Required Qualifications
• 6–10 years of relevant professional experience.
• Experience in Service Delivery Coordination, Service Operations, IT Service Management (ITSM), or similar roles.
• Working knowledge of the ServiceNow platform.
• Strong organizational and multitasking abilities.
• Ability to work independently and drive deliverables to completion.
• Excellent verbal and written communication skills.
• Strong stakeholder management and relationship-building capabilities.
• Demonstrated ownership mindset with the ability to work proactively.
• Strong analytical thinking and problem-solving skills.
Core Skills
ServiceNow & IT Service Management
• ServiceNow Platform Knowledge
• Incident Management
• Request Management
• Change Management
• Service Delivery Processes
• Service Operations Coordination
• IT Service Management (ITSM)

Communication & Stakeholder Management
• Executive Communication
• Stakeholder Coordination
• Meeting Facilitation
• Escalation Management
• Relationship Management
• Cross-Functional Collaboration

Reporting & Analysis
• Operational Reporting
• Dashboard Management
• Service Metrics Analysis
• Documentation Management
• Status Reporting
• Performance Tracking

Professional Competencies
• Ownership & Accountability
• Critical Thinking
• Problem Solving
• Decision Making
• Conflict Resolution
• Operational Judgment
• Time Management
• Continuous Improvement
Preferred Qualifications
• Knowledge of ITIL processes and best practices.
• Experience supporting enterprise IT environments.
• Exposure to service governance and operational review processes.
• Experience working with large enterprise organizations.
• Familiarity with service performance metrics and reporting frameworks.
Work Expectations
• Demonstrate strong ownership and accountability for assigned responsibilities.
• Maintain professionalism while handling challenging stakeholder interactions.
• Effectively manage multiple priorities in a fast-paced environment.
• Adapt to changing business requirements and operational demands.
• Communicate proactively with leadership, business teams, and support teams.
• Deliver high-quality work with strong attention to detail.
• Contribute positively to team collaboration and service excellence initiatives.
Ideal Candidate
A proactive and service-oriented professional with strong communication, stakeholder management, reporting, and coordination skills. The ideal candidate demonstrates a high level of ownership, sound judgment, and problem-solving ability while effectively balancing business priorities and operational requirements. This individual thrives in a collaborative environment and contributes to service excellence through accountability, professionalism, and continuous improvement.